EmergenceTek Group Inc. · 22 hours ago
Help Desk Manager
Dallas, TX
Full-time
Hybrid
Senior Level
5+ years expEmergenceTek Group Inc. is a national specialty pharmacy that serves patients with challenging and ongoing medical conditions. They are seeking a Help Desk Manager to lead IT Help Desk operations, drive incident resolution, and build processes aligned with the ITIL framework.
AnalyticsBusiness IntelligenceInformation TechnologyMobile Apps
No H1B
Responsibilities
Build and refine Help Desk processes using ITIL best practices for incident management, problem management, and request fulfillment
Define SLAs, enforce them, and hold the team accountable to response and resolution targets
Lead and develop Help Desk staff, including hiring, scheduling, mentoring, and conducting performance evaluations
Serve as the escalation point for complex or high-impact incidents
Conduct root cause analysis on recurring issues and implement fixes that improve first-call resolution
Track Help Desk performance through KPIs and deliver monthly reports to IT leadership
Manage the Help Desk budget, balancing cost efficiency with service quality
Maintain accurate asset records in designated tracking systems
Align all support activities with organizational security policies and compliance standards
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
5+ years in IT support, including 2+ years leading a team
Proficient with ticketing systems and asset management tools
High-agency problem solver with strong communication skills
Ability to work in the U.S. without sponsorship or C2C arrangement
Preferred
Healthcare or pharmacy IT experience preferred
Familiarity with ITIL processes and frameworks
Company
EmergenceTek Group Inc.
EmergenceTek Group (ETG) is a technology consultancy that helps high-trust industries solve complex problems.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$0.1M2024-07-19Series Unknown· $0.1M
Leadership Team
Steve O'Keefe
Chief Technology Officer
Garret Hussak
Chief Information Officer
Recent News
2025-04-21
Company data provided by crunchbase